About the Role
To provide first line support via the company ICT service desk or onsite at business unit level to resolve ICT technical problems.
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Key Responsibility Areas
- Identify and classify requests through diagnostic techniques and pertinent questions (Cherwell)
- Determine the best solution based on the issue and details provided by customers
- Direct unresolved issues to the next level of support personnel in a timely manner to minimise the impact on business
- Maintain service records and their resolution in the IT Service Management tool
Required Education
- Bachelor Degree in Computer Science or ICT equivalent degree from an accredited institution
- Certification in ITIL v3 Foundations will be an advantage
Required Experience
- At least 1 year experience in an ICT support service environment
Required Job Skills and Knowledge
- Able to complete the necessary documentation
- First line hardware and software technical problem-solving skills
- Client service and related management principles
- IT service management tool
- ITIL Service Management based skillset for Incident, Change, Problem and Request management
All applicants will be considered, with the understanding that preference will be given to the designated groups in accordance with the United Arab Emirates Emiratization Program. If you wish to grow with us, apply now and become a part of the company Family.
